Getting Started with DEX:
Core Areas of Focus to Deliver a
Great Digital Employee Experience
Improve productivity, security
and employee retention

49% the tools they need to use at work.
of employees are frustrated withIntroduction

26% partly due to technology.

consider leaving their current job

The accelerated digitization over the past
few years has resulted in a huge growth of IT
estate complexity. The intentions were good, ITwas trying to enable better support for hybridteams, but the effect has left much space for

These stats truly emphasize technology’sDid you know?

improvement to serve employees effectively.

critical role in driving productivity andtalent retention across hybrid workforce,illuminating the importance of good digital
employee experience (DEX). Being this central
in delivering on any business agenda, IT

64%

professionals are presented with a unique
opportunity to leave the ad-hoc firefighter
perception and re-establish their role as a
strategic business partner.

of employees say that their
DEX impacts their morale.
Getting Started with DEX

2

DEX isn’t something you can master overnight or a switch
you can flick. That said, there are plenty of capabilities you
can work on developing to improve DEX in your organization

01

Improve Real-time Visibility

02

Understand Employee Sentiment03

Measure and Optimize Performance04

Provide Proactive Support

05

Secure Your Everywhere Workplace

and reposition IT’s role as a strategic partner.
An excellent DEX is when all the tech talks to one another,runs smoothly and enables users the flexibility of switching
between devices they work on without interruptions. It
represents what anyone wants from their tech, whether
personal or professional.
However, for many organizations, DEX comes down to abunch of tools and platforms employees use to deliver theirtasks, which often require an additional admin to make themdo the job users need.
On the following pages you will find areas worth focusing
on when setting off on your journey with DEX in yourorganization. Keep reading to explore how prioritizing DEX
can improve your IT and security operations, enhance
productivity and support talent retention.

Getting Started with DEX

3

01. Improve Real-time Visibility
Today, employees use on average 2.6 devices1

Understanding the full breadth of your ITfor work, switching from one to another whileenvironment means you can’t rely on ad-hoc data

working on a task. Half of them work on personalcollection anymore. It’s time to move beyond

devices more often than before the pandemic.

excel spreadsheets for tracking IT assets. Start

Having full visibility of all assets on your networkwith monitoring all your assets in real-time.

is always paramount in managing and securing

Aggregate and monitor usage, performance andyour IT estate – especially when less than half ofsecurity data from all devices and applications

IT teams are confident they currently do.

your employees rely on.

32%of IT teams still use spreadsheets
for tracking their IT assets.

Being proactive about any abnormalities and fixing them before they start impacting your user’s
productivity, means your employee experience improves and your IT team has one less ticket todeal with. They can continue focusing on projects that add the most value to your organization.
1

Evolving Requirements for Digital Experience Management (DEX), EMA, 2022

Getting Started with DEX

4

02. Understand Employee Sentiment
Despite the greatly accelerated digital transformation,

The more complex your environment becomes

Consider this, knowing upfront that users find their

IT teams either don’t gather feedback from theirwith the hybrid teams expanding, the more criticalmachines too slow or a platform they use daily too

employees (14%) or rely on HR and post-service

it is that you go beyond post-ticket surveys andcomplicated tells you where and how to distributesurveys (36%). It begs the question – why? Especiallystart collecting sentiment via AI and ML-driven

your budget and resources. Proactive and automatedas a fifth of employees would gladly provide feedback

automation that enables direct user interaction.

feedback collection allows you to quickly identify

and even have the process automated through aUnderstanding your employees’ experience withareas of pain and address them easier. Not to mention,

chatbot (17%) or tech monitoring solution (21%).

technology is your cornerstone to identifying areas forit allows you to measure your team’s performance.

improvement and cost optimization.

14%of IT professionals don’tcollect feedback on employee
experience with tech.

Getting Started with DEX

5

03. Measure and Optimize Performance
Think of it this way,
an aggregated DEX score allows

When 78% of employees say they rely ontechnology more to get their job done than
before the pandemic, and 69% of them need
to use multiple systems and apps daily, youneed more than just time to ticket resolution toevaluate DEX and to predict productivity slumps.
Many IT teams are now being goaled withXLAs, so an easy way of measuring your team’s
performance is fundamental. Start by applying
an aggregated score that tracks device usage,performance and security. Understanding
a user’s DEX score means your team canproactively identify and remediate issues.

Experience Level Agreement (XLA) measures

you to evaluate your IT investment“and how happy your teams are at aglance. It lets you quickly understandwhere to focus your resources
and what to reprioritize.

The best things I could sellsomeone on (Ivanti Neuronsfor ITSM) are the customer
experience, the journeyof accomplishment thatwe’ve been on, and the vast
improvement in our NPS score.
Stephen PeatlingManager of Customer Engagement,
Victoria University

the experience a user is having and theirsatisfaction with the technology and IT services
they need to interact with at a given time, suchas device performance or application usability.

Getting Started with DEX

6

04. Provide Proactive Support
Along with the growth of devices used for work,

The more time your team spends on resolving

it’s not surprising that 45% of employees report

simple and repetitive issues, the less time theyhaving experienced more tech issues than before

have for working on actual value-added projects.

the pandemic. As a result, almost a third of them

Ultimately, you don’t hire skilled people towish for better IT support (28%).

complete basic tasks. Allowing automation to

IT and security issues can never be completely
eliminated but implementing AI and automation,such as self-healing, ensures your team detects
and remediates them proactively before yourresolve issues for you whenever possible means
your users can continue their work undisturbed,
and their experience with tech remains positive
while your team focuses on strategic priorities.

“On average, workers who
regularly employ digitaltechnology to perform
job tasks are affected by(…) about 3.67 issues perbusiness day.1users notice. Let technology help you minimize
the impact on productivity and improve DEX.

1

Steve Brasen
Senior Analyst,
Enterprise Management Associates

Evolving Requirements for Digital Experience Management (DEX), EMA, 2022

Getting Started with DEX

7

05. Secure Your Everywhere Workplace

Security is often overlooked when it comes to DEX yet navigating
security controls tends to be the most challenging for users.
Employee experience and security shouldn’t be a zero-sum

With growing cyberthreats, the average cost of a data breach has increased to $4.35M in 20221.
Bolstering security measures continue to be a budget priority for 52% of organizations. On the otherhand, 69% of employees report having to deal with more security measures and half of C-suite admit
they requested to bypass security at least once last year. Ensure that secure access and protectionof your IT estate don’t compromise your employees’ flexibility to work from anywhere.

model. After all, enhancing one results in improvement in theother. Apply proactive security measures that users don’t see ordon’t mind using over complex and reactive ones that become
roadblocks in completing daily tasks.
Consider taking an “in-design” approach to your security.
Embed security into processes and tools your users work withevery day in a way that keeps them protected in the backgroundand doesn’t impact their productivity. That will also allow yourIT teams to have more control over your IT environment andmitigate any risks before they impact end users.

“Security should be easy to use,
it shouldn’t be impactful foruser experiences.²
Steve Brasen
Senior Analyst,
Enterprise Management Associates

1

Cost of a Data Breach 2022 Report, IBM2

Strengthening Security with Digital Employee Experience Feat. Steve Brasen,
The Everywhere Workplace Podcast, 2022

Getting Started with DEX

8

Summary
Regardless of the industry and size of yourorganization, technology is an integral part ofyour employees’ daily tasks. Since productivity
remains a top priority for 49% of C-suite, IT
must address the digital employee experience.
IT needs to transition from reactive
troubleshooting to proactive service deliveryand strategic leadership. Assess your techstack, augment and connect your data sources
for real-time visibility and performance tracking,enable automation for feedback collection
and proactive issue resolution before it affects
the user, and enable a flexible and secure
Everywhere Workplace.

Getting Started with DEX

9Getting Started with DEX:
Core Areas of Focus to Deliver a
Great Digital Employee Experience
Improve productivity, security
and employee retention

ivanti.com
1 800 982 2130
sales@ivanti.com
Some of the data used in this eBook comesfrom the 2022 Digital Employee Experience
Report, which you can access here.

Copyright © 2022, Ivanti. All rights reserved. IVI-2734 PZ/KF